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Lesson #2: Customer Satisfaction is Your Secret Weapon
“We have the best customer satisfaction record, based on Transportation Dept. statistics, of any airline in America, the fewest complaints filed per 100,000 passengers carried,” says Kelleher. “So you’re not just getting low fares, you’re also getting wonderful customer service.”

Herb Kelleher Quotes
Herb Kelleher Quotes
Leave Me Alone
Sometimes advertising can be overbearing, almost attacking the customer. Are your ad campaigns making customers say "leave me alone"?
Branding the "Branson Way"
At one point in his conversation he touched on the importance of having a great name and being able to create a strong brand around it. Richard created his brand in a less conventional manner than most. Instead of spending a ton of money on advertising, he chose the PUBLICITY route.
FEE Fi Fo
If you have flown recently you have been bombarded with the airline’s new pricing strategy, a mutating “ala carte” menu of unbundled services in an age of bundling. I prefer to call it “un-bungling”. The published fares on the web seem reasonable and enticing but that’s where the fun begins and ends. Once you click to buy, enter the “Fee Demons”. The official names are the Federal Segment Tax, Airport Facilities Charge, and September 11 Security Fee. Obviously this is a form of government taxation that if included in the fare would make it less attractive to the potential flyer. Your airline ticket now resembles your phone bill with it’s array of “after the facts tax”.
Navigating the Airport of Tomorrow
Overview of a recent speech and whitepaper on the airport of the future
ROAD WARRIORS Managing your Time Away from Home
On the road again? Here's some expert advice on how you can make the most of your travel time.

Eye On The Pie Branding From an Investors POV
When building a business as a brand it’s important to avoid a myopic view and consider another important aspect of the business game as well— investing. After any amount of toil and hard work to create a valuable product, service or company the big game is when you go public— when money-minded people want more, they want a piece of your brand pie.
Zero Gravity Business - Expedia in Flight
A big Rebel Yell to Expedia - for listening to their audiences, ditching the way they'd always done it and solving a big problem for their buyers along the way. A Zero Gravity Business example at it's finest!

Other airline Related Articles

PR Disasters
How the World's Favourite Airline Threw itself into a Tail Spin over a little gold cross.. and how PR backfired when divorce papers were leaked to the press in the McCartney affair...
The King of the Skies: Herb Kelleher Gets His Start
Almost 40 years ago, Herb Kelleher came up with a radical idea: He wanted to start a no-frills airline that not only ensured people got to where they wanted to go and at low prices, but that they had fun doing it. Today, the small Texas airline he founded in 1971 has become the second largest airline in the world by number of passengers carried. Southwest Airlines carries over 100 million passengers to 63 cities across the U.S. each year.

Lesson #2: Customer Satisfaction is Your Secret Weapon
“We have the best customer satisfaction record, based on Transportation Dept. statistics, of any airline in America, the fewest complaints filed per 100,000 passengers carried,” says Kelleher. “So you’re not just getting low fares, you’re also getting wonderful customer service.”

FEE Fi Fo
If you have flown recently you have been bombarded with the airline’s new pricing strategy, a mutating “ala carte” menu of unbundled services in an age of bundling. I prefer to call it “un-bungling”. The published fares on the web seem reasonable and enticing but that’s where the fun begins and ends. Once you click to buy, enter the “Fee Demons”. The official names are the Federal Segment Tax, Airport Facilities Charge, and September 11 Security Fee. Obviously this is a form of government taxation that if included in the fare would make it less attractive to the potential flyer. Your airline ticket now resembles your phone bill with it’s array of “after the facts tax”.
How To Get a Cheap Flight
In this article I will sum up for you a selection of the best strategies and secrets on how to get cheap airline tickets consistently.
Zero Gravity Business - Southwest Airlines
While every other airline in the industry is in trouble, Southwest continues to grow and thrive. Why? Southwest ditched the status quo that brings Gravity to the airline industry. Here's how.
Airline Reservation System Software
The modern Airline Reservation System provided by the new-generation is helping airlines to gain potential over other industry by following cost effective software solutions.
Why you need to get your legal agreements sorted for 2011
Normally when I go on holiday I think very little of things like travel insurance and the terms and conditions of my airline ticket. But as I sit here contemplating whether to board a plane this evening to snow covered London, these two documents are at the forefront of my mind. We all need to adopt the same approach to documentation in our businesses and below explain why.

Crisis Communications Case Study
On February 14th, 2007– Valentines Day of all days- a snowstorm blanketed much of the Northeast. Several major airlines, Continental, United, Delta, US Airways and Jetblue, were all forced to ground their flights. But for more than a week, the national and local media focused on just one airline: JetBlue. What did this airline do wrong that placed it in the national spotlight? A case study on how your company can avoid this fate.
Blame Management for Poor Service
Buried in the publicity of a nasty airline strike was a vivid example of how misdirected management's service improvement efforts can become. To improve service, the airline ordered all attendants to attend three hour "Commitment to Courtesy" classes without pay. "They told us the reason we were losing money was because we were rude to passengers," said one attendant.
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